Guest Services Associate II

Emory Healthcare-posted about 1 year ago
$34,944 - $44,928/Yr
Full-time • Entry Level
Atlanta, GA
Ambulatory Health Care Services
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The Guest Services Associate II at Emory Healthcare plays a crucial role in ensuring a welcoming and supportive environment for patients and visitors. This position involves assisting clinical teams with patient navigation, providing excellent customer service, and maintaining a culture of excellence in patient care. The associate will perform proactive rounds, communicate effectively with patients and families, and collaborate with various teams to enhance the overall patient experience.

  • Ensure a welcoming environment by greeting and assisting clinical teams with patient navigation and customer service.
  • Provide wayfinding assistance and respond promptly to inquiries.
  • Oversee entrances and procedural areas, maintaining designated areas and equipment.
  • Support clinical teams with efficient patient flow and customer service.
  • Provide culturally appropriate and compassionate care.
  • Collaborate with team members to achieve patient experience goals.
  • Perform proactive rounds on patients and caregivers to establish rapport and facilitate communication.
  • Provide routine family communication updates and assist in patient flow.
  • Consult and collaborate with colleagues to improve patient care quality and efficiency.
  • Communicate procedural schedules and safety protocols to patients and visitors.
  • Perform daily rounds and address questions and concerns from patients and visitors.
  • Collaborate with patient relations to document and investigate complaints.
  • Assist in the development and implementation of performance improvement initiatives.
  • Cross-train with other departments to provide seamless customer experience.
  • Provide information about hospital services and amenities.
  • Utilize technology tools to communicate with clinical teams and patients.
  • Enroll patients in online communication apps to enhance their experience.
  • Build strong relationships with clinical and operational teams for service recovery.
  • Encourage participation in patient satisfaction surveys and assist in adopting digital tools.
  • Support utilization of interpretive services for patients with limited English proficiency.
  • Respond to visitor injuries and report them to the appropriate supervisor.
  • Provide timely notifications of regulatory inspectors and emergency situations.
  • Review patient survey comments and respond appropriately.
  • Proactively round in waiting areas to assist visitors and report facility issues.
  • Assist leaders with data collection for reports.
  • Document patient encounters for tracking purposes.
  • Supervise and assist volunteers and students assigned to arrival areas.
  • 3 years of experience in customer service and/or healthcare environment.
  • Experience working directly with patients and clinical teams.
  • Proficiency in computer programs such as customer databases and Microsoft Office.
  • Demonstrated conflict management and problem-solving skills.
  • Telecommunication skills and proficiency using multi-line phone and cell phone.
  • Knowledge of electronic medical record and scheduling systems.
  • Ability to work independently and manage conflicts.
  • CPR (Basic Life Support) certification preferred.
  • Willingness to travel to different locations.
  • Comprehensive health benefits that start day 1
  • Student Loan Repayment Assistance & Reimbursement Programs
  • Family-focused benefits
  • Wellness incentives
  • Ongoing mentorship, development, and leadership programs
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